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Samantha C
1 reviews | Active since Aug 2012
16 Oct 2024, 15:54
REPORTING MANDATE URGENT ISSUE
As with many recent complaints here, the reporting mandate (which I've been filling out the same way for over 5 years now and which I filled out at the beginning of 2024 too) is throwing back an error. This is quite possibly due to the fact that suddenly my name appears with half of my surname as my second name, leading to a mismatch of information. I have transferred this money for urgent home repairs as well as for my mortgage and insurance payments, etc and find it ridiculous that not only do I need to sign a second mandate this year but that, without anything changing on my end, there is suddenly an issue. I have emailed the generic email address with my *** and would love to be able to receive a response before my transfer is cancelled and this continues to be a persistent issue that leads to my credit and payments record being damaged as a result of an idiotic glitch that Bidvest doesn't seem to be looking into. Bidvest - contact me!!!!!!!!!!!!!
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Replies (2)SC
Samantha C's updateReviewer Update
16 Oct 2024, 16:13I have managed to reach the mandate department at Bidvest via the chat option on the reporting mandate page. This is the response received:
"Hello Samantha,
"Hello Samantha,
Thank you for reaching out to us.
Unfortunately you have not been able to sign the mandate successfully as your bank details did not match 100% to what is saved on your banking letter/statement.
Due to this, your transaction will not be completed, please contact your sender to cancel this transaction and rebook it with the details that reflects on your bank letter.
Thank you for your patience and understanding, in the meantime this ticket will be closed, please reopen or open a new one incase you need further support."
However, this DOES NOT RESOLVE MY ISSUE. I have responded as follows:
"Good Day,
However, this DOES NOT RESOLVE MY ISSUE. I have responded as follows:
"Good Day,
I do not feel that this is correct as the issue is as follows:
- Bidvest is pulling my first name through as "***" and the surname as "***" which is aligning with the same issue seen by hundreds of other users as per their reports and complaints on Hello Peter the past few days. My details have not changed since I last signed the reporting mandate and I am pretty sure that I have used the exact same details for this for at least the past 5 years.
This is clearly an issue that needs to be resolved on your end, not mine, as I am not able to change my first and last name on the mandate and the sender in question is myself so there is no issue there.
Please respond accordingly as you mention "Due to this, your transaction will not be completed, please contact your sender to cancel this transaction and rebook it with the details that reflects on your bank letter" which I can do nothing about if Bidvest keeps pulling through my name and surname incorrectly as obviously it will then not match my bank letter!
Please respond as soon as possible. Thanks"
SC
Samantha C's update16 Oct 2024, 16:13
Reviewer Update
I have managed to reach the mandate department at Bidvest via the chat option on the reporting mandate page. This is the response received:
"Hello Samantha,
"Hello Samantha,
Thank you for reaching out to us.
Unfortunately you have not been able to sign the mandate successfully as your bank details did not match 100% to what is saved on your banking letter/statement.
Due to this, your transaction will not be completed, please contact your sender to cancel this transaction and rebook it with the details that reflects on your bank letter.
Thank you for your patience and understanding, in the meantime this ticket will be closed, please reopen or open a new one incase you need further support."
However, this DOES NOT RESOLVE MY ISSUE. I have responded as follows:
"Good Day,
However, this DOES NOT RESOLVE MY ISSUE. I have responded as follows:
"Good Day,
I do not feel that this is correct as the issue is as follows:
- Bidvest is pulling my first name through as "***" and the surname as "***" which is aligning with the same issue seen by hundreds of other users as per their reports and complaints on Hello Peter the past few days. My details have not changed since I last signed the reporting mandate and I am pretty sure that I have used the exact same details for this for at least the past 5 years.
This is clearly an issue that needs to be resolved on your end, not mine, as I am not able to change my first and last name on the mandate and the sender in question is myself so there is no issue there.
Please respond accordingly as you mention "Due to this, your transaction will not be completed, please contact your sender to cancel this transaction and rebook it with the details that reflects on your bank letter" which I can do nothing about if Bidvest keeps pulling through my name and surname incorrectly as obviously it will then not match my bank letter!
Please respond as soon as possible. Thanks"
Bidvest Bank's replyOfficial
21 Oct 2024, 15:40Good day, Samantha
We apologise for your experience. Please note that we have escalated your complaint to our customer experience team who will be in touch with you as soon as possible.
We appreciate your patience.
Regards,
Bidvest Bank Team
Bidvest Bank's reply21 Oct 2024, 15:40
Official
Good day, Samantha
We apologise for your experience. Please note that we have escalated your complaint to our customer experience team who will be in touch with you as soon as possible.
We appreciate your patience.
Regards,
Bidvest Bank Team